Senior, Technical Customer Support Manager

Docusign, Inc. Seattle , WA 98113

Posted 6 months ago

Senior, Technical Customer Support Manager

Customer Success & Support I Seattle, Washington

Collaborate with our customers while providing consulting services and technical support to help them leverage their use of our products for maximum impact.

Position Summary

The Technical Customer Success Manager, TCSM, is the primary technical contact for accounts that have Enterprise Premier Support and are entitled to a designated support engineer who is an expert in their use cases, implementation and installation. The TCSM maintains all aspects of the technical relationship from troubleshooting possible issues, filing and advocating for enhancements, partnering with engineering & sales, preparing for new releases and rollouts and otherwise participating in the overall account management support of the customer.

Support Single Point of Contact

  • The TCSM will manage all of their customers cases, ensuring that accurate resources are leveraged, monitoring time to resolution, advocating bug fixes, managing sensitive and business critical issues impacting either the customers business or impacting DocuSign's relationship with the customer, and in general doing everything possible to bring a speedy resolution to the issue.

    Technical Management

  • The TCSM will own the primary technical relationship with our Enterprise Premium Support customers. Within this relationship they will arrange meetings, broker and arbitrate particular meetings between the customer and DocuSign, and in all appropriate ways represent their customers technical needs to DocuSign, and DocuSigns offerings to their customer.

This position is an Individual Contributor position and reports to the Manager, TCSM.

Responsibilities

Manage and cultivate the technical relationship and communication with Enterprise Premium accounts

Drive resolution of complex production issues, including: escalation, system testing, strategy sessions and distribution of knowledge throughout the company

Acquire and maintain knowledge of existing systems and new systems in order to provide accurate assistance and training to customers and CSR Team

Act as a trusted technical advisor for DocuSign products and advanced DocuSign features, such as our APIs, DocuSign Connect, Powerforms, Templates, Embedding Signing

Interface with internal groups for problem resolution and issue escalation

Act as the liaison and customer advocate inside DocuSign

Ensure consistent delivery of all Enterprise Premium Support program components

Participate in special projects, as required, under general supervision that enhances the quality or efficiency of the TCSM Team and support service (e.g., monitoring overall queue statues)

Contribute to Sales ability to sell Enterprise Premium Support as well as identify upsell opportunities and new use cases

Advocate and evangelize the Enterprise Premium Support program

Travel as necessary (10-20%)

Basic Qualifications

6+ years of experience in technical customer support with one year as a senior team member or as a web developer

Preferred Qualifications

Knowledge of DocuSign product preferred

Understanding of desktop operating systems including but not limited to MS Windows and Apple OS

Experience using Salesforce.com a plus

Knowledge of web services, C#, PHP, Java or Ruby preferred

Understanding of HTML, JavaScript, CSS, XML, REST and SOAP API a plus

Web Development experience a plus

Familiarity with Mobile Applications

Understanding of Software as a Service

Ability to identify and submit product enhancement requests

Ability to navigate and troubleshoot in ticketing systems, Bug submission and other support systems

Passion for business, technology and customers

Excellent written and oral communication skills

Exceptional analytical problem solving and troubleshooting skills

Strong presentation skills

Proficient in managing multiple competing priorities simultaneously

Strong account management, cross-group collaboration, and negotiation skills

Outstanding interpersonal skills and conflict management skills

Quickly develops rapport and credibility

Self-motivated, able to work independently, and welcoming to challenge

Ability to lead others

Bachelors degree or higher in a relevant field preferred

Customer Success & Support @ DocuSign

At DocuSign, we measure our success by our customers success. We collaborate with our customers to help them leverage their use of our products for maximum impact. Our global Customer Success and Support team provides consulting services and technical support on-site and over the phone support. We ensure that all our customers are satisfied, and are DocuAdvocates. You are the eyes and ears of our company and provide insightful customer feedback to the rest of the organization so we can improve the user experience and make it one that consistently exceeds expectations.

About DocuSign

DocuSign is changing how business gets done by empowering hundreds of thousands of customers and tens of millions of users in most countries around the world to sign, send and manage documents anytime, anywhere, on any device with confidence. DocuSign replaces printing, faxing, scanning and overnighting documents with the easiest, fastest, most trusted way to make every approval and decision digital.

Organizations of all sizes and industries are accelerating contracts, approvals and workflows with DocuSign's Digital Transaction Management (DTM) platform and eSignature solution. DocuSign keeps life and business moving forward.

DocuSign is an Equal Opportunity Employer. Individuals seeking employment at DocuSign are considered without regards to race, ethnicity, color, age, sex, religion, national origin, ancestry, pregnancy, sexual orientation, gender identity, gender expression, genetic information, physical or mental disability, registered domestic partner status, caregiver status, marital status, veteran or military status, citizenship status, or any other legally protected category.

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Senior, Technical Customer Support Manager

Docusign, Inc.